What it is Balanced Scorecard? Balanced Scorecard is a methodology of measurement and management of performance. It is a Managemental Tool that allows to describe and to transform the strategy into objectives, measures and goals of easy agreement for all the members of the organization. Through the pointers of the BSC, it is possible to measure and to control financial and not financial factors, providing a managemental control of great aggregate value. The Perspectives of the BSC: Financial perspectives Consist of measuring the financial performance of the company, in what it refers to the evolution of the costs and prescriptions. These pointers are in the perspectives of the shareholders.
Perspectives of the Customers Consist of measuring the performance of the company (in products and services) according to perspective of the consumer (or potential customer). The intention of these pointers is of mensurar, for example, the satisfaction, the allegiance level among others factors. Perspectives of the Internal Processes of the Business Consist of measuring the efficiency of the critical processes of Business, is basic processes that intervene directly with the previous perspectives, that is, Customers and Shareholders (Financial). Normally fulfilment of the stated periods, margin of error or repetitions are measured among others. Perspectives Learning and Growth This perspective evaluates the level of interest of the company (or collaborators) to search new knowledge and innovative tools for the organization. The level of ability of the employees for its specific functions is also evaluated. To follow the evolution of the knowledge technician of the collaborators and to measure the flexibility of the company in growing in a modern scene.
After that, a loyal customer finishes to arrive. Alone, without other colleagues to assist it, you need to locate yourself and to decide for who it will go to dedicate to greater attention. Which would be its attitudes to take care of all wait that it? In these circumstances the salesman will need to demonstrate to all its charisma ability and. However, the life is made of choices and certainly it will not obtain to please Greeks and troianos. In this in case that, it is necessary to decide which customer has that to wait more! its decision can give a trophy to it or sign its resignation.
1 to compliment all educadamente; 2 Demonstrar interest for all; 3 the person most fragile is the one that it needs bigger attention; 4 remembers first impression to it is the one that is; NEVER DEMONTRE PANIC FOR WORSE THAT IT IS THE SITUATION! Its autoconfiana and credibility will be its greaters allies, therefore it does not lose the control remains calm and Cortez. 1.5.O effect UAL always Has a letter in the sleeve, is not previsible! It always surprises positively its customers. The people want to be special, they give to this and you will gain its credibility and affection. He answers with sincerity) Why I deserve the credibility of the customer? B) I surprise the customers? Yes () not () C) What I make to gain the loyalty of the customer? D) You already lived deeply scene 3? E) You already lived deeply scene 4? In case that the reply he is yes, he counts its experience. 2.O witchcraft turns against the wizard the credibility is not conquered pointing weaknesses of the competitor or pointing imperfections of the fellow worker much less depreciating the workstation.
To speak badly of the competitor is antiethical and clearly leaves its lack of arguments, convincing, on its product. To point imperfections of other fellow workers, to value its attendance, indicates that the salesman is disloyal. He leaves that its customers carry through this judgment. To depreciate the workstation discourages the customers and cause questionings on its intellectual capacity. One remembers: Many people believe dictated popular ' ' You say me with who you walk and I will say who to you s' '. Bibliography: Candeloro, Raul. After-sales. As to improve the relationship and to guarantee the loyalty of its customers. Curitiba: Quantum, 2006. Candeloro, Raul. Preparation and planning. As to prepare and to plan action, and to manage the time to reach objectives in sales. Curitiba: Quantum, 2007. Magazine Sales More. Year 17 – N 198, October of 2010. I love vender. Curitiba: Quantum, 2010.
Sufficiently it is used in the half musical comedy for launching of new bands and musics. It occupies, currently, as the place in ranking of the had access nets more world-wide. Figure 7? Initial page Myspace.com Source: Myspace.com (2010) the Linkedin is a social net directed toward networking, with possibility to insert the professional description with diverse information as: carried through escolaridade, courses professional experience. Although Linkedin has been established in 2003, it tried an explosive growth only from 2006. For example, in accordance with ranking Nielsen Online, since October of 2007, the subscribers had jumped more than of 1,7 million users for more than 4,9 million users, a jump of more than 189 percent, between October of 2006 the October of 2007. (BUTOW, TAYLOR, 2009) Figure 8? Public profile of an user in the LinkedinFonte: Linkedin (2010) For Recuero (2009), the Flickr (to see figure 9) allows that published images are labelled with word-key that are objective of searches and organization. With this the social net has a character of personal expression. Figure 9? Agency Senate in the Flickr Source: image of the site (2010) Was, originally, developed for a Canadian company called Ludicorp, in the year of 2004, and acquired, in 2005, for the Yahoo! group.
To use the system, it is necessary to create a normal or professional account. Against the account professional, it is possible to postar a greater amount of photos. The Flickr allows the user to send videos and to make commentaries in the photos of the users of its net, beyond participating of comunidades.2.4 the use of the social nets for interaction with the customers Due to war of prices and the strong competition, the form most practical for a company to be distinguished is to enter definitively in the social nets. To give this step does not mean, as many store come making, to act with propaganda in the same way that in the traditional medias.
From there the term happens that means ' ' to make cumprir' ' , of the English ' ' you comply' ' , or COMPLIANCE as some know. 2,1 DIFFERENCE BETWEEN INTERNAL AUDITORSHIP AND COMPLIANCE the internal auditorship is an independent activity, of objective evaluation and consultoria, destined to add value and to improve the operations of an organization. The internal auditorship attends the organization in the achievement of its objectives, through a systematic and disciplined boarding, in the evaluation of the effectiveness of the management of risk, the control and the processes of governana. It participates of this affirmation MANZI, Vanessa.? Compliance in Brazil? Consolidation and perspectives. So Paulo; Saint Paul, 2008. P. 61: (…) the internal auditorship effects its works of random and secular form, by means of samplings to certify of the fulfilment of the norms and processes instituted for the high administration (…).
In the scope of the Compliance one executes such activities of routine and permanent form, monitoring them to assure, in corporative and timely way, that the diverse units of the institution are respecting the applicable rules to each business, that is, fulfilling to the norms and internal processes for prevention and control of the involved risks in each activity, also in this direction MANZI, Vanessa.? Compliance in Brazil? Consolidation and Perspectives. So Paulo; Saint Paul, 2008. P. 61: (…) compliance is an arm of the regulating agencies next to the administration as for the prevention of the good image and reputation and to the norms and controls in the search of conformity. Compliance also must be so independent how much the internal auditorship, referring the high administration to inform it to it of events that represent risks for the institution, mainly risk of compliance, that is, regulatory and that it can affect the reputation. It agrees to this affirmation MANZI, Vanessa.? Compliance in Brazil? Consolidation and perspectives.